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Service Level Agreement

SLA matrix some Examples

Call Response

  • All calls will be attended to within following specified time limit:
URGENT IMMEDIATE

IMPORTANT

Within one hour

ROUTINE

Within one hour

Call Closure

  • 85% call will be closed within following specified working hours:
CALL CATEGORY CALL PRIORITY SIMPLE COMPLEX VERY COMPLEX
URGENT 6 12 24
IMPORTANT

8

16 30
ROUTINE

12

20 36

The purpose of the Service Level Agreement (SLA) is to state those services provided and any guidelines, parameters, policies and procedures to be followed between the service provider and the customer. The SLA covers system availability, network connectivity and ongoing operational services to be provided by the organization as the service provider for the customer.

 

 

 

Service Level Aggrement
Off shore Support Service Client Association
Enhancement services call and process methodology
Helpdesk Service Escalation Flow Chart
Responsibilities and Escalation Tree
Customer Communication Processes
Assured Service Level
MIS Reporting
Account Management

 

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